Section 1: Envisioning Your Clients’ Financial Capability
TOOL 1: How Your Clients Manage Now
In Part A, identify the programs into which you will integrate financial capability services, then use Part
B to analyze and summarize how clients in those programs are managing their financial lives now.
TOOL 1, Part A: Target Programs
List the programs into which you want to integrate financial capability services, and then list how many
clients participate in each program. These are the clients who will receive integrated financial
capability services.
Target Program
Total Number of Clients Currently
Participating in the Program
TOOL 1, PART B: Client Financial Capability Analysis
Complete the tables in (i) and (ii) and the summary in (iii) for each target program identified in Part A.
Target Program:
(i) Demographics
Describe the demographic characteristics of the target program’s clients. List out key subsets of
program clients and the estimated percentage of total program clients they represent (e.g., “20% of
clients are over age 65”). You can use the Other Distinguishing Characteristics row to describe
categories and characteristics based on unique features of your clients that are not addressed in the
demographic categories provided (e.g., ex-offenders or youth transitioning out of foster care).
Demographic
Category
Description of Program Clients’ Demographic Characteristics
Age
Employment and
Education Status
Public Assistance
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
Children & Families under GSA Schedule Contract GS-10-F0177L/Order No HHSP233201200674G
Section 1: Envisioning Your Clients’ Financial Capability
Other
Distinguishing
Characteristics
(ii) Financial Capability
Describe how your clients manage their financial resources, including what they struggle with and
what they do well. Each of the six financial capability topics below comes with a list of prompting
questions (available here) to stimulate your thinking.
Financial Capability
Topic
Client Analysis
Analyze your program participants’ current financial capability (knowledge,
attitudes, skills, access to resources, behaviors, and life condition) as they apply to
each topic area.
Money Management
The income and expenses that
comprise clients’ household budget
and how they manage this cash flow
Income Supports
Public benefits (such as Temporary
Assistance for Needy Families,
SNAP/Food Stamps, child care
assistance, transportation
assistance) & tax credits (such as
Earned Income Tax Credit, Child
Tax Credit) that clients receive or
could receive
Financial Products &
Services
Whether and how clients use
transactional accounts, savings
accounts, check-cashing services,
rent-to-own services, car loans, and
more
Credit & Debt
Clients’ ability to borrow money and
amount of money owed
(such as mortgages, student loans,
credit cards, payday loans or rentto-own services)
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
Children & Families under GSA Schedule Contract GS-10-F0177L/Order No HHSP233201200674G
Section 1: Envisioning Your Clients’ Financial Capability
Savings & Investments
Money clients have set aside for
future use and assets they own
(such as a home, small business,
postsecondary education)
Consumer Protection &
Insurance
Clients’ knowledge about and usage
of predatory services; insurance
products (such as medical, dental,
car, homeowner’s, renter’s, or life
insurance) they have or could use
(iii) Financial Capability Summary
Identify common themes and areas of greatest need and opportunity from the detailed analysis of
clients’ financial capability you performed in the table in (ii) of this tool. These are the areas where you
will focus your efforts to build clients’ capacity to manage their financial resources more effectively.
When compiling this summary, consider:




In which area(s) do clients have the greatest number of challenges?
What common themes do you see across the topics?
What are clients’ most important aspirations for their financial lives?
What are the greatest impediments to clients’ success in the targeted program and to their
long-term financial security?
Summary of Clients’ Current Financial Capability
List the program into which you will integrate financial capability, and summarize
the findings from the analysis you conducted in (ii).
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
Children & Families under GSA Schedule Contract GS-10-F0177L/Order No HHSP233201200674G
Section 1: Envisioning Your Clients’ Financial Capability
*Prompting Questions for Tool 1, Part B
These questions are intended to help you think through various dimensions of your clients’
financial capability. You do not need to answer all of the questions.
Topic
Money Management
The income and expenses
that comprise clients’
household budget and how
they manage this cash flow
Prompting Questions










Income Supports
Public benefits (such as
Temporary Assistance for
Needy Families, SNAP/Food
Stamps, child care
assistance, transportation
assistance) & tax credits
(such as Earned Income Tax
Credit, Child Tax Credit) that
clients receive or could
receive
Financial Products
& Services
Whether and how clients use
transactional accounts,
savings accounts, checkcashing services, rent-toown services, car loans, and
more









What do clients need to know or be able to do to better manage
their resources?
What would they describe as their biggest financial worry or
struggle?
What are their hopes and dreams related to their financial lives?
What are their attitudes and beliefs about money?
What has shaped their money management behaviors and
attitudes?
What does effective money management look like for them?
What are their primary sources of income?
What are their most common expenses, and how do they
manage with them?
What are unique expenses for this group?
Is their income enough to meet their basic needs?
What additional public benefits might clients be able to access?
What types of tax credits have they received in recent years?
What additional information do they need about public benefits
and tax credits?
How do they file their taxes, and how much do they pay for
these services?
What financial products and services are in clients’ community
(or otherwise accessible to them)?
What are clients’ feelings about and/or experiences with
financial institutions?
How do they pay bills?
What are the typical costs for the products and services they
use?
How satisfied are they with the products and services they are
using?
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration
for Children & Families under GSA Schedule Contract GS-10F-0177L/Order No HHSP233201200674G
Section 1: Envisioning Your Clients’ Financial Capability
Credit & Debt
Clients’ ability to borrow
money and amount of
money owed
(such as mortgages, student
loans, credit cards, payday
loans or rent-to-own
services)






Savings &
Investments
Money clients have set aside
for future use and assets
they own (such as a home,
small business,
postsecondary education)












Consumer
Protection &
Insurance
Clients’ knowledge about
and usage of predatory
services; insurance products
(such as medical, dental,
car, homeowner’s, renter’s,
or life insurance) they have
or could use






What types of credit products are clients using, if any?
What are they using them for (e.g., to pay for basic needs,
things they want, or to leverage assets)?
Are they carrying a debt load? What are the typical sources of
that debt? What is the average amount? What is the average
cost of this debt (in terms of interest rates, payments and fees)?
How are they balancing debt payments with their other bills and
expenses?
Are there credit products that might be useful for them now or in
the future?
What are their biggest challenges with respect to accessing and
using credit resources?
What do clients’ savings habits look like?
How do they feel about their current savings habits?
What are they saving for? What would they like to save for?
What prevents them from saving?
What assets (e.g., a home, business, car, college education) do
they own?
What assets do they want to acquire, and what are their barriers
to acquiring those assets?
How do they use public incentives (such as tax deductions,
down payment assistance, matched savings accounts, or Pell
Grants) to purchase assets?
What are they using them for (e.g., to pay for basic needs,
things they want, or to leverage assets)?
Are they carrying a debt load? What are the typical sources of
that debt? What is the average amount? What is the average
cost of this debt (in terms of interest rates, payments and fees)?
How are they balancing debt payments with their other bills and
expenses?
Are there credit products that might be useful for them now or in
the future?
What are their biggest challenges with respect to accessing and
using credit resources?
What do they feel they need to protect?
What types of insurance do they have?
What does their insurance typically cost?
What are the challenges to acquiring or maintaining insurance?
What other ways do members of this population protect their
resources?
What type of consumer protections might be useful to them?
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration
for Children & Families under GSA Schedule Contract GS-10F-0177L/Order No HHSP233201200674G
Section 1: Envisioning Your Clients’ Financial Capability
TOOL 2: Outcomes that Matter
Complete Part A using information that should be readily available within your organization.
Then complete Part B using information gathered in Tool 1.
PLEASE NOTE: If you are already measuring financial capability outcomes related to these
services, be sure to list them as part of your overall organizational review. Then include them in
the table if they are relevant for the target clients as well.
TOOL 2, Part A: Organizational Mission
1. State Your organization’s mission.
2. List the outcomes, or measures of
success, your organization is currently
focused on across all activities to
achieve your mission.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration
for Children & Families under GSA Schedule Contract GS-10F-0177L/Order No HHSP233201200674G
Section 1: Envisioning Your Clients’ Financial Capability
TOOL 2, Part B: Outcomes Based On Analysis of Program Clients
List your target program clients’ current financial capability (from Tool 1, Part B) in the column
on the left. In the right column, develop a list of financial capability outcomes that would
represent additional capacity to manage financial resources effectively. Make sure you have at
least one outcome on the right that addresses each item listed on the left. You may have
multiple outcomes for each financial capability issue listed on the left.
Program Clients’ Current Financial
Capability
Target Outcomes
(From Tool 1, Part B) List the program into which you will
integrate financial capability, and summarize the findings
from your client analysis.
List financial capability outcomes that would represent an
improved result for these clients.*Use an asterisk to
denote any outcomes you already track in your work.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration
for Children & Families under GSA Schedule Contract GS-10F-0177L/Order No HHSP233201200674G
Section 1: Envisioning Your Clients’ Financial Capability
TOOL 3: Theory of Change (Section 1 Capstone Tool)
TOOL 3, Part A: Financial Capability Services
Select the financial capability services that will help the participants in each program achieve the
desired outcomes (from Tool 2) and list them in the middle column of the table below. Make
sure that all the outcomes listed in your Theory of Change table connect directly to at least one
of the financial capability services you plan to provide. You can revise or remove outcomes you
selected in Tool 2 if they no longer seem attainable. You will further refine these services and
determine who will provide them in the next two sections of this Guide.
Program Clients’ Current
Financial Capability
Financial
Target Outcomes
Capability Services (From Tool 2, Part B)
(From Tool 1, Part B)
List the program into which you will
integrate financial capability, and
summarize program clients’ current
financial capability
List the services that you
think will help clients
achieve the target
outcomes
List financial capability outcomes that would
represent an improved result for these
clients
*Use an asterisk to denote any outcomes
you already track in your work.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration
for Children & Families under GSA Schedule Contract GS-10F-0177L/Order No HHSP233201200674G
Section 1: Envisioning Your Clients’ Financial Capability
TOOL 3, Part B: Narrative Theory of Change
Develop a brief narrative of your completed Theory of Change for each target program. Note
your program clients’ current financial capability, what outcomes you are targeting, and the
services you plan to provide to achieve those outcomes.
Narrative Theory of Change
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration
for Children & Families under GSA Schedule Contract GS-10F-0177L/Order No HHSP233201200674G
Section 2: Building the Team
TOOL 4: In-House Capacity
Answer the questions in Part A to list key information about your organization. Then in Part B,
compare the level of client engagement within your current programs to the level of client
engagement that would be required to deliver your proposed financial capability service(s). Use
Part C to assess your organization’s capacity to provide those services. Finally, in Part D, use
the information from Parts A, B, and C to determine whether your organization is able to provide
each financial capability service directly.
TOOL 4, Part A: Framing Questions
Use the questions below to capture key information related to your organization’s interest in and
potential to provide financial capability services.
Framing Questions
Responses
Why is your
organization focusing
on financial capability
integration work at this
time? How does it fit
with your mission?
Which programs are
you interested in
integrating financial
capability services into
at this time?
What have you done
previously (and
currently) to help your
clients build financial
capability?
What is your longterm goal (if any) for
helping your clients
build financial
capability and for
integrating financial
capability services into
your work?
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration
for Children & Families under GSA Schedule Contract GS-10F-0177L/Order No HHSP233201200674G
Section 2: Building the Team
TOOL 4, Part B: Intensity of Client Engagement
In the second column of the table below, describe the type of interaction and length of
engagement with clients in your current program. Then describe the type of interaction and
length of client engagement you are considering for each financial capability service you plan to
integrate. Appendix A provides additional information about the financial capability services
which can help you determine what level of client engagement is required for each. Make a note
of whether the financial capability service(s) require(s) a different level of client engagement
than your current program. In Part D below, you will capture your assessment of this
comparison. Remember to complete one copy of the table in Part B for each program into
which you plan to integrate financial capability services.
Target Program:
Intensity of
Client
Engagement
Current
Program
Financial Capability Service(s)
Briefly describe
the type of
interaction
(e.g., group, 1-on-1)
Briefly describe
the length of
engagement
(e.g., one time, regularly
for six months, regularly
for more than 1 year)
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration
for Children & Families under GSA Schedule Contract GS-10F-0177L/Order No HHSP233201200674G
Section 2: Building the Team
TOOL 4, Part C: Organizational Capacity
For each financial capability service you are considering integrating (as listed in Part B), rate the level of your organizational
capacity—in terms of leadership support, funding, and staff resources—on a scale from strong to non-existent. Table 2 provides a
detailed explanation of the ratings scale. Remember to complete one copy of the table in Part C for each program into which you
plan to integrate financial capability services.
Table 2. Description of Organizational Capacity Scale
Strong
Moderate
Weak
Non-Existent
Leadership
Support
Our leadership is fully
supportive of providing it
in-house.
Not all leaders are
invested in the concept.
There is limited
leadership buy-in at
this point.
Leadership does not
support building the
capacity needed to
provide it in-house.
Funding
We have dedicated and
sustainable funding to
support it.
Our current funding
supports it, but we need
to secure additional
funding to expand/
continue the work.
We have a funding
strategy and have
identified potential
funding sources, but no
funding is secured yet.
We do not have a
funding strategy or
identified resources
for this project.
Staff Capacity
We have adequate staff
with the appropriate
training to deliver this
service.
We have the right
amount of staff but need
to identify further training.
We will need to hire
additional staff.
We cannot hire or train
staff to provide it inhouse.
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 2: Building the Team
Target Program:
Analysis of Organizational Capacity
Financial Capability
Service(s):
Leadership Support
Funding
Staff Capacity
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
☐ Strong
☐ Moderate
☐ Weak
☐ Nonexistent
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
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Section 2: Building the Team
TOOL 4, PART D: Putting It All Together
Use the table below to analyze all the information laid out in Parts A, B, and C and draw conclusions about whether your organization
should use a DIY approach to integrate each financial capability service or whether you should explore referral or partnership options
instead. Remember to complete one copy of the table in Part D for each program into which you plan to integrate financial capability
services.
Target Program:
Integration Decisions
Financial
Capability
Service(s):
Using the
information in
Part B, does the
proposed service
align with our
current levels of
client
engagement?
Drawing on the
responses in
Part C, do we
have sufficient
in-house capacity
to provide this
service?
☐ Yes, potential for DIY
☐ No, but we would like
to consider DIY anyway
because:
☐ No, explore referral or
partnership for the
service
☐ Yes, potential for DIY
☐ No, but we would like
to consider DIY anyway
because:
☐ No, explore referral or
partnership for the
service
☐ Yes, potential for DIY
☐ No, but we would like
to consider DIY anyway
because:
☐ No, explore referral or
partnership for the
service
☐ Yes, potential for DIY
☐ No, but we would like
to consider DIY anyway
because:
☐ No, explore referral or
partnership for the
service
Notes:
☐ Yes, potential for DIY
☐ No, but we would like
to consider DIY anyway
because:
☐ No, explore referral or
partnership
Notes:
☐ Yes, potential for DIY
☐ No, but we would like
to consider DIY anyway
because:
☐ No, explore referral or
partnership
Notes:
☐ Yes, potential for DIY
☐ No, but we would like
to consider DIY anyway
because:
☐ No, explore referral or
partnership
Notes:
☐ Yes, potential for DIY
☐ No, but we would like
to consider DIY anyway
because:
☐ No, explore referral or
partnership
Notes:
Notes:
Notes:
Notes:
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 2: Building the Team
☐ Yes
Do we have any
remaining
☐ No
questions or items
for follow-up?
Notes:
☐ Yes
☐ No
☐ Yes
☐ No
☐ Yes
☐ No
Notes:
Notes:
Notes:
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 2: Building the Team
TOOL 5: Community Services Inventory of Providers
Conduct a scan to identify all the organizations that could provide financial capability services in your community, and list them in the
first column according to the service(s) they provide. Then add information about the point of contact at the organization who can
provide information about these services. In the third column, assign a staff member from your team who will later contact the
organization and conduct a more thorough assessment (using Tool 6). In the last two columns, note any existing collaborations your
organization has with the organization and any additional information that is important to know about this service provider. (Note–only
complete the organization list for the financial capability services you are considering providing to clients, as listed in Tool 3.)
Organization
Name
Contact Person &
Info.
List all the organizations in
your community that
provide each type of
financial capability service
List the point of contact
for each organization and
their contact information
Staff Assigned to
Conduct
Assessment
Existing
Relationship(s) with
Your Organization
List the person who will
collect information about
this organization using Tool
6 and by when
List any departments or
individuals at your
organization who already
collaborate with staff at this
organization
Additional Notes
Financial Education – Workshops and classes on financial topics, offered in a series or standalone sessions
Financial Coaching – Ongoing one-on-one interactions that focus on achieving financial goals
Financial Counseling – One-on-one interactions that focus on solving immediate financial issues
Credit Counseling – Assistance organizing, prioritizing, or paying down debt; helps participants monitor and manage credit
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 2: Building the Team
Credit Building – Access to products or programs that help participants build or re-build credit
Access to Safe and Affordable Financial Products – Access to or encouraging the use of financial products that are low-cost,
convenient, and transparent
Free Tax Preparation Assistance – Volunteer Income Tax Assistance (VITA) or Tax Counseling for the Elderly (TCE) programs; often
includes promoting the Earned Income Tax Credit (EITC)
Access to Federal and State Benefits – Screen participants for benefits eligibility and provide assistance in accessing benefits, such
as SNAP (Food Stamps), child care, or transportation subsidies
Incentivized Savings Programs – Work with participants to save for their goals and provide savings incentives that they can use for an
asset purchase or another expense
Asset Ownership Programs – Support participants in building and/or maintaining assets such as retirement savings, a small business, a
home, a vehicle, or postsecondary education for themselves or their children
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 2: Building the Team
TOOL 6: Assessment of Community Services Providers
For each organization you identified in Tool 5, use the questions in the left column of the tables below to collect information about
that organization as it relates to the provision of the financial capability services. In the bottom portion of the table, analyze whether
your target clients could access these services, and if they would be a good fit for them. Then determine whether the organization
should be a candidate for referral or partnership, noting any key points to consider or follow-up needed.
Organization Name:
Contact Person:
Who conducted this
assessment and when?
TOOL 6, Part A: Information About the Organization’s Services
Information About The Organization’s Services
What financial capability
service(s) does your
organization/program offer?
Client Fit
How long have you been
providing this service?
What eligibility criteria do clients
need to meet to receive this
service (e.g., income level,
geography, age, etc.)?
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 2: Building the Team
Is this service tailored for a
certain type of client (e.g., youth,
older Americans, women, people
with disabilities, survivors of
domestic violence, etc.)?
What are the qualities/
characteristics of the ideal
candidate for your service?
Client Access
Is there a cost to access the
service? If so, what is it?
How are services provided (e.g.,
walk-in, regularly scheduled
times, online, etc.)?
Where can participants access
your services (e.g., physical
address, online, etc.)?
What days/hours are these
services available?
Could you provide services for
our clients at another location?
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 2: Building the Team
Organizational Capacity
How many additional clients
could you provide this service to
with your current staff and
funding?
Are you interested in providing
your service to our clients?
TOOL 6, Part B: Analysis & Recommendation
(To be completed internally by staff after completing the previous section.)
Does the organization have
the capacity to provide this
service to our clients?
Could our clients access this
service?
E.g., is it available, can the
organization accommodate
more clients, is it geographically accessible?
☐ Yes
☐ No
☐ Unsure
Analysis & Recommendation
☐ Yes
☐ No
☐ Unsure
☐ Yes
☐ No
☐ Unsure
Notes:
Notes:
Notes:
☐ Yes
☐ No
☐ Unsure
☐ Yes
☐ No
☐ Unsure
☐ Yes
☐ No
☐ Unsure
Notes:
Notes:
Notes:
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 2: Building the Team
Would this service be a good
fit for our clients?
E.g., is it tailored for our client
group?
Should we work with this
organization to provide
services?
If yes, should we refer our
clients to it or partner with it
to provide this service?
☐ Yes
☐ No
☐ Unsure
☐ Yes
☐ No
☐ Unsure
☐ Yes
☐ No
☐ Unsure
Notes:
Notes:
Notes:
☐ Yes, candidate for
partnership
☐ Yes, candidate for referral
☐ No
☐ Unsure
☐ Yes, candidate for
partnership
☐ Yes, candidate for referral
☐ No
☐ Unsure
☐ Yes, candidate for
partnership
☐ Yes, candidate for referral
☐ No
☐ Unsure
Notes:
Notes:
Notes:
Note—if you are unable to
answer any of the previous
questions, list out the
remaining questions or items
for follow-up.
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 2: Building the Team
TOOL 7: Deciding Who Will Deliver Services (Section 2 Capstone Tool)
Using the information you collected about potential service providers in Tools 4, 5, and 6, make decisions on your approach to
providing each financial capability service and summarize those choices in the table. Prompts are provided in each of the column
headers to help you make your decisions and compile the appropriate information. You will need to complete a separate row for each
financial capability service you plan to provide.
Decision Summary Table
Target
Program
Listed in Tool 1
Financial
Capability
Service(s)
Summary of DIY,
Partner, or Refer
Candidates
Listed in Tool 3
From Tool 4, Part D and
Tool 6, Part B
Summarize Key Issues
Integration Approach
Notes
Summarize important considerations regarding org.
capacity, and client access to and fit with each
candidate’s services. Refer to Figure 3(b), Integration
Approaches: Factors to Consider, in Building Financial
Capability for more on important considerations.
After weighing the key
issues,check the box next to the
approach you plan to take, and list
the referral or partner organization,
if applicable.
List anything
else that is
relevant to how
this service will
be provided.
☐ Refer to:
☐ Partner with:
☐ DIY with existing capacity
☐ DIY and build capacity
☐ Refer to:
☐ Partner with:
☐ DIY with existing capacity
☐ DIY and build capacity
☐ Refer to:
☐ Partner with:
☐ DIY with existing capacity
☐ DIY and build capacity
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
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Section 3: Moving Into Action
TOOL 8: Current Program Workflow
Use the table below to map out the existing workflow of each of the target programs into which you plan
to integrate financial capability services. You will use this information in Tools 9, 10, and 11 to identify
points in this program workflow where/when financial capability will be integrated. You should complete
a separate copy of the table for each target program.
Target Program:
Components of
Program Workflow
Current Program
Workflow
Key Activities or
Milestones
Financial Topics
Present?
Briefly describe how each
of the workflow
components at left
currently operates in your
program.
Identify the key activities
that occur or any
milestones achieved by
the client during each
program component.
Note places where
financial topics are
already discussed in the
program components or
key activities.
Outreach
Identify the ways that clients
learn about this service/get
connected to it.
Intake and Registration
Describe who does this, how
it’s done, and what
information is collected.
Start of Services
Describe the first service
delivery engagement for the
program.
Main Service Activities1
Provide a brief description of
services by:
 Type (1-on-1 or group)
 Frequency of activity
 Duration of client
participation
 Which staff interact
with clients
1
If you create a program flowchart from this information, you may need to create separate boxes for the main service activities.
Tools for Building Financial Capability: A Planning Guide for Integrated
Services (c) 2015 by CFED and the Administration for Children &
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Section 3: Moving Into Action
Program Exit
Describe when exit occurs
and what happens at that
time.
Follow-up
List any follow-up activities,
who performs them, and
when they take place.
Other
Tools for Building Financial Capability: A Planning Guide for Integrated
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Section 3: Moving Into Action
TOOL 9: The Referral Plan
In Part A, collect information on each referral organization’s internal processes and operations, and then
in Part B, use that information to select the points at which each referral will be made. Finally, in Part C,
aggregate the results of Parts A and B to create a referral pipeline that clearly lays out the pathway for
referring clients from your program to the other organization.
TOOL 9, Part A: Referral-receiving Organization Questionnaire
Ask the following questions to each referral-receiving organization to determine the best way to enroll
your clients in that organization’s services and ensure clients’ success. As a reminder, the referral
organization could also be another department in your organization, especially if you work for a large
multi-service organization. Complete a separate copy of the table for each referral organization.
Target Program:
Referral Organization
(selected in Tool 7):
Financial Capability
Service(s):
Information About Screening Clients
Can be taken from information you collected from the referral organization in Tool 6, Part A.
What eligibility criteria do
clients need to meet to
receive this service?
(e.g., income level, geography,
age)
Is this service tailored for
a certain type of client?
(e.g., youth, women, people
with disabilities, survivors of
domestic violence)
What are the
qualities/characteristics
of the ideal candidate for
your service?
Tools for Building Financial Capability: A Planning Guide for Integrated
Services (c) 2015 by CFED and the Administration for Children &
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Section 3: Moving Into Action
How many additional
clients could you provide
this service to with your
current staff and funding?
Information About Preparing Clients for the Service(s)
Collected by asking questions of your referral organization
Describe your intake
process so we can
prepare our clients for
what to expect (e.g.,
orientation times,
paperwork needed,
appointment scheduling).
What should we tell
clients about the service
(e.g. duration, required
activities, expected
results) to set up clear
expectations?
Is there any helpful
information we can share
with you about our
clients, now or when we
make a referral, which will
help streamline the
referral process?
Information About Connecting Clients to the Service(s)
Collected by asking questions of your referral organization
Who should our staff
contact at your
organization about this
service? What is the best
way to contact this person
or people?
Tools for Building Financial Capability: A Planning Guide for Integrated
Services (c) 2015 by CFED and the Administration for Children &
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Section 3: Moving Into Action
Who can our clients
contact at your
organization about this
service? What is the best
way to contact this person
or people?
Information About Supporting Clients After the Referral is Made
Collected by asking questions of your referral organization
What are your goals for
these services? (i.e., What
does success look like?
On which milestones or
deliverables do you
primarily focus?)
What are some of the
barriers that could
prevent our clients from
being successful in
participating in your
service? How can we help
address this during our
ongoing work with the
clients?
Are you willing and able
to share information with
us about services
delivered to clients we
refer? If yes, what can you
share, and how can we
best exchange this
information?
Tools for Building Financial Capability: A Planning Guide for Integrated
Services (c) 2015 by CFED and the Administration for Children &
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Section 3: Moving Into Action
Referral Process Management
Decided in conversations between staff at your organization and the referral organization
What would it take for
each of us to consider
this referral a success?
OR What outcomes do
each of us want to
achieve?
Who from each
organization will be
responsible for making
sure this referral goes
smoothly for each of us?
Describe how they will work
together to monitor the
progress of the referral
process, evaluate its
effectiveness, and make
adjustments when needed.
Tools for Building Financial Capability: A Planning Guide for Integrated
Services (c) 2015 by CFED and the Administration for Children &
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Section 3: Moving Into Action
TOOL 9, Part B: Referral Points in Current Service Flow
Use the table below to select the point(s) in your current program workflow at which you will refer clients
to a financial capability service at another organization. Use your current program workflow from Tool 8
and the information you collected in Part A of this tool to identify the best referral point. The tool also
contains prompting questions with key considerations for selecting this point.
You will need to complete a copy of this table for each of your target programs into which you will
integrate financial capability services through referrals.
Target Program:
Financial
Capability Service
List the financial
capability service(s)
you plan to refer
program clients to in
the rows below (one
service per row).
Referral
Organization
Considerations for Where to
Integrate the Referral into the
Current Program*
Click here for prompting questions
Referrals Points(s)
Select the best touch
point(s) in the current
program workflow at
which to refer the
program participants
for the financial
capability service.
Tools for Building Financial Capability: A Planning Guide for Integrated
Services (c) 2015 by CFED and the Administration for Children &
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Section 3: Moving Into Action
*Prompting Questions for Considerations for Where to Integrate the Referral into the
Current Program:
Considerations for Where to Integrate the Referral into the Current Program

When would be a good time for clients to consider this new service?
o Considerations include: Length of target program and length of referral service; where
financial topics are already discussed in this program; when this service would be most
relevant to goals clients are seeking to achieve in the program; when clients are most
ready for and/or meet eligibility criteria for this service; and when the service would
remove a barrier to achieving a programmatic milestone.

When does it make sense logistically to incorporate referrals to this new service?
o Considerations include: timing (such as providing VITA services during tax-time;
parents’ availability when school it out); funding streams and constraints; staffing
availability (such as capacity issues when demand is high in the winter months);
duration of the program (such as in a summer youth employment program); and
location.
Tools for Building Financial Capability: A Planning Guide for Integrated
Services (c) 2015 by CFED and the Administration for Children &
Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 3: Moving Into Action
TOOL 9, Part C: Referral Pipeline
Using the information you collected from staff at your organization and from the referral organization in Part A of this tool, and the
integration point(s) you selected in Part B, map out how clients will be referred to the external organization/program (again, bearing in
mind that the referral organization may potentially be an in-house department) and your post-referral support process.
Target Program:
Pre-Referral
Financial
Capability
Services for
Referral
Identified in
Tool 3, selected
for referral in
Tool 7
Referral Process
Post-Referral
Referral Point in
Current Program
Screen
Clients
Prepare
Clients
Connect
Clients
Support
Clients
The point in your
current program
workflow where you
will make this referral
What do you need to
assess about your
clients to determine
their eligibility for this
referral source?
How will you prepare
your clients for the
service?
To which organization
will you refer clients to
receive this service?
How will clients be
referred to this service
to ensure a warm
handoff?
What can/will we do to
support our clients
after the referral is
made?
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
HHSP233201200674G
Section 3: Moving Into Action
TOOL 10: The Partnership Plan
This tool provides a list of questions and considerations for discussion when setting up a partnership
with another organization to provide your clients with financial capability services. Fill out the
responses from both your organization and the partner organization to help make decisions about
how each organization will provide services and track outcomes.
Target Program:
TOOL 10, Part A: Basic Information about the Partnership
(i) Which organizations are participating in
this partnership?
(ii) List the primary points of contact for
each organization and their contact
information.
TOOL 10, Part B: Partnership Plan
Organization name:
(i) Align organizational outcomes and establish partnership goals.
What is the mission of each
organization?
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
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Section 3: Moving Into Action
How does each organization
measure success (i.e.,
organizational outcomes)?
What are our collective
goals for this partnership?
How does this partnership
contribute to achieving the
missions of each of our
organizations?
What services are the
organizations partnering to
provide? Into which
programs will these
services be integrated?
What activities will the
partnership undertake?
Provide a brief description
of the operations for your
services— including
location, frequency and
duration—and state which
partner is responsible for
conducting each activity.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
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Section 3: Moving Into Action
How will organizations work
together to share data &
evaluate success?
For example: Will there be a
shared outcomes management
system?
(ii) Identify resources needed to establish and/or sustain the partnership.
Who will provide or secure
each of the resources
needed to provide this
service?
This can include financial,
material, or human capital (e.g.
staff training, shared staff).
What is the sustainability
plan for this partnership?
(iii) Establish management and operational procedures.
What is the partnership
management plan?
Sketch out who will manage the
partnership, how decisions will be
made, and how each
organization will be held
accountable for meeting stated
intentions and goals.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
Children & Families under GSA Schedule Contract GS-10-F0177L/Order No HHSP233201200674G
Section 3: Moving Into Action
What will each organization
do to prepare for its
partnership
responsibilities?
E.g., training for staff, internal
communications to notify other
staff about this partnership,
securing new funding, acquiring
new materials
What is the communication
plan among front-line staff?
Sketch out how direct service
staff from each organization can
review and address challenges.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
Children & Families under GSA Schedule Contract GS-10-F0177L/Order No HHSP233201200674G
Section 3: Moving Into Action
TOOL 10, Part C: Integration Points
Use the table below to select the point in your current program workflow when each service will be
provided. Use your current program workflow from Tool 8 and the information about the partnership
from Part A in this tool to identify the best integration point. The tool also contains prompting
questions providing key considerations for selecting this point.
Financial
Capability
Service
List the financial
capability service(s)
you plan to provide
in the rows below
(one service per
row).
Partner
Organization
Considerations for Where
to Integrate the Service
into the Current Program
Click here for prompting
questions
Integration Point for
Referral
Select the best touch point(s) in
the current program workflow to
provide this service to program
participants.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
Children & Families under GSA Schedule Contract GS-10-F0177L/Order No HHSP233201200674G
Section 3: Moving Into Action
*Prompting Questions for Considerations for Where to Integrate the Referral into the
Current Program
Considerations for Where to Integrate the Referral into the Current Program

When would be a good time for clients to consider this new service?
o Considerations include: Length of target program and length of referral service; where
financial topics are already discussed in this program; when this service would be most
relevant to goals clients are seeking to achieve in the program; when clients are most
ready for and/or meet eligibility criteria for this service; and when the service would
remove a barrier to achieving a programmatic milestone.

When does it make sense logistically to incorporate referrals to this new service?
o Considerations include: timing (such as providing VITA services during tax-time;
parents’ availability when school it out); funding streams and constraints; staffing
availability (such as capacity issues when demand is high in the winter months);
duration of the program (such as in a summer youth employment program); and
location.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
Children & Families under GSA Schedule Contract GS-10-F0177L/Order No HHSP233201200674G
Section 3: Moving Into Action
TOOL 11: The DIY Plan
TOOL 11, Part A: The Financial Capability Service(s)
Describe what it will take to provide the service(s) in-house, included needed resources and how you
will obtain or build these resources.
Target Program:
Financial
Capability
Service(s)
What does it take to
provide this service to
clients?
List the
financial
capability
service(s) you
plan to provide
in the rows
below (one
service per
row).
Use the intensity analysis
that you completed in
Tool 4.
Based on what it takes
to provide the service,
identify areas where you
need to build capacity or
acquire resources.
How will you obtain or
build the needed
resources?
E.g., train staff, hire more
staff, fundraise, etc.
Include both staff capacity
needs and resource capacity
needs. Note that this applies
to both new services and
expanded services.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
Children & Families under GSA Schedule Contract GS-10-F0177L/Order No HHSP233201200674G
Section 3: Moving Into Action
TOOL 11, Part B: Integration Points
Use the table to select the point at which each financial capability service(s) will be provided within
the existing program. Reference your current program workflow from Tool 8 and the information from
Part A about how you will provide this service to identify the best integration point. The tool also
contains prompting questions providing key considerations in selecting the integration point.
Target Program:
Financial
Capability
Service
Considerations for Where to
Integrate this Service into Current
Program
List the financial
capability service(s)
you plan to provide
in the rows below
(one service per
row)
Click here for prompting questions
Integration Point
Select the best touch point(s) in the
current program workflow to provide
this service to program participants.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
Children & Families under GSA Schedule Contract GS-10-F0177L/Order No HHSP233201200674G
Section 3: Moving Into Action
*Prompting Questions for Considerations for Where to Integrate the Referral into the
Current Program
Considerations for Where to Integrate the Referral into the Current Program

When would be a good time for clients to consider this new service?
o Considerations include: Length of target program and length of referral service; where
financial topics are already discussed in this program; when this service would be most
relevant to goals clients are seeking to achieve in the program; when clients are most
ready for and/or meet eligibility criteria for this service; and when the service would
remove a barrier to achieving a programmatic milestone.

When does it make sense logistically to incorporate referrals to this new service?
o Considerations include: timing (such as providing VITA services during tax-time;
parents’ availability when school it out); funding streams and constraints; staffing
availability (such as capacity issues when demand is high in the winter months);
duration of the program (such as in a summer youth employment program); and
location.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration for
Children & Families under GSA Schedule Contract GS-10-F0177L/Order No HHSP233201200674G
Section 3: Moving Into Action
TOOL 12: Putting it All Together – The Logic Model
(Capstone Tool for Section 3 and the Guide as a whole)
Using information you developed in previous tools, fill out the Logic Model to lay out the process and expected outcomes of your
financial capability services integration plan. You can complete a separate Logic Model for each target program.
Target Program:
PROCESS
Inputs
Activities
Outputs2
What we invest
What we do
The direct products
of performing the
activities
(e.g., human, financial,
organizational, or
community resources;
you identified these for
your organization in
Tools 4 & 11 and for
other organizations
you’re working with in
Tools 9 & 10)
(e.g., financial capability
services you identified in
Tool 3 and refined in
Tools 7, 9, 10, and 11)
(e.g., number of people
who participate in the
program; you may have
started to determine
these in Tools 9, 10, and
11)
Short-term
Outcomes3
OUTCOMES
Medium-term
Outcomes
Long-term
Outcomes
The measurable
results we hope to
see among those we
serve in a short time
frame
The measurable
results we hope to
see among those we
serve in a medium
time frame
The measurable
results we hope to
see among those we
serve in a longer
time frame
(initial outcomes were
developed in Tool 3)
(initial outcomes were
developed in Tool 3)
(initial outcomes were
developed in Tool 3)
Be careful not to confuse outputs with outcomes. An output describes a program’s activity, not a change in knowledge, attitudes, behaviors, and life conditions of
the client. An outcome is an indicator of the change a program made in a client’s life.
3 Organizations can determine how they want to define short-, medium-, and long-term when mapping out expected outcomes. Often, short-term suggests
outcomes that emerge within 6 months of implementation, medium-term indicates outcomes measurable within 6 to 24 months of implementation, and long-term
refers to outcomes occurring after 24 months or more.
2
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
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Cross-Cutting Section: Making the Case
Tool: Key Stakeholder Support
Part A: Your Stakeholders
Identify and describe the stakeholders who may impact your financial capability planning or implementation work in the far left
column. Then answer the questions in the remaining columns to analyze the perspective of each stakeholder. You will use this
information to craft a proposal for support in Part B.
Who are the
stakeholders
whose support you
need?
Consider groups such
as:
Internal Stakeholders
 Board/Leadership
 Depts./Staff
 Clients
External Stakeholders
 Current Funders
 Potential Funders
 Community or
Business Leaders
Others (e.g., any
groups relevant to your
own context)
What do you need
them to do or
commit to doing?
You may have
already identified the
financial, staff and
material resources
you need in Tools 4,
9, 10, 11, or 12.
What issues do
they care about?
What do they spend
most of their time and
resources on? How
do they measure
success?
What potential
objections/
concerns might
they have to your
request?
If you’ve worked with
them before, what
have they supported
or rejected?
What information,
key words or data
related to financial
capability would
they find
compelling?
Are they more
focused on hard data
or individual stories?
Do they prioritize
reaching large
numbers of clients?
What part of the
financial capability
rationale would be of
interest to them?
Where can you
get this data or
compelling
information?
Consider local
sources tied to your
client base or
community as well as
some of the national
sources listed in this
section or in
References and
Resources.
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
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Cross-Cutting Section: Making the Case
Part B: The Case for Stakeholder Support
(i) Initial Brainstorm
For each stakeholder, complete the table below to map out your problem, solution, and call to
action for your financial capability integration effort. Repeat this table for each key
stakeholder identified in Part A.
Stakeholder:
Problem4
What client problems are
you trying to solve with
financial capability
integration, and why does
the stakeholder care about
this problem?
Solution5
What financial capability
services are you proposing
as the solution to this
problem?
Call to Action6
What specifically do you
need this stakeholder to do
to help you deploy your
proposed solution to your
stated problem?
You may have already identified your clients’ specific financial needs in Tool 1.
You may have already selected your financial capability services in Tool 3 and refined them in Tools 7 and 10.
6 You may have already identified the financial, staff, and material resources you need in Tools 4, 9, 10, and 11.
Tools for Building Financial Capability: A Planning Guide for
Integrated Services (c) 2015 by CFED and the Administration
for Children & Families under GSA Schedule Contract GS-10F-0177L/Order No HHSP233201200674G
4
5
Cross-Cutting Section: Making the Case
(ii) Your Pitch
Refine the information in the table in (i) of this tool to create a concise proposal (e.g., an elevator pitch) that you will present to the
stakeholder. Be sure to include elements from the Problem, Solution, and Call to Action listed in the table.
Tools for Building Financial Capability: A Planning Guide for Integrated Services (c) 2015 by CFED and the
Administration for Children & Families under GSA Schedule Contract GS-10-F-0177L/Order No
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